Call Centre Officer – International University of East Africa (IUEA)

• Answer incoming calls promptly, professionally, and courteously.
• Identify customer needs, clarify information, research issues, and provide effective solutions.
• Provide accurate and up-to-date information regarding university programs and services.
• Deliver exceptional customer service during every interaction.

• Troubleshoot customer service or technical issues efficiently.
• Handle student complaints with empathy and professionalism while aiming for First Contact Resolution (FCR).
• Escalate unresolved or complex issues to the appropriate team leader or department.

• Conduct outbound calls for customer follow-ups.
• Carry out satisfaction surveys and outreach campaigns.
• Make payment reminder calls where necessary.
• Ensure customers receive timely feedback and updates.

• Record customer interactions accurately in the Customer Relationship Management (CRM) system.
• Maintain detailed call notes and customer records.
• Ensure compliance with organizational data privacy and confidentiality policies.

• Bachelor's Degree or Diploma in Communications, Business Administration, or a related field.
• 1–2 years of experience in customer service, telecommunications, or a call centre environment.
• Proficiency in Customer Relationship Management (CRM) systems.
• Good computer literacy skills.

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Active listening and problem-solving abilities.
• Ability to work under pressure.
• Professional telephone etiquette.
• Good organizational and multitasking skills.
• Computer proficiency.
• High level of integrity and confidentiality.
• Teamwork and time management skills.

• Senior Call Centre Officer
• Customer Experience Officer
• Student Support Officer
• Admissions Officer
• Customer Service Supervisor
• Contact Centre Team Leader
• Client Relations Manager

• Research the International University of East Africa and its academic programs.
• Demonstrate excellent communication and customer service skills.
• Prepare examples of handling difficult customers professionally.
• Highlight your experience using CRM systems.
• Showcase your ability to multitask and work under pressure.

• Customer service experience.
• Experience handling inbound and outbound calls.
• CRM software proficiency.
• Communication and conflict resolution skills.
• Computer literacy and Microsoft Office proficiency.
• Measurable customer service achievements.

• Explain why you are interested in working at IUEA.
• Highlight your customer service and communication experience.
• Demonstrate your ability to resolve customer issues professionally.
• Show enthusiasm for supporting students and customers.